Mission/ Core purpose of the Job:
- The Snr Business Analyst defines project requirements in line with EPIC customer experience, needs, designing and recommending innovative solutions that deliver value to stakeholders, creating operational effectiveness and excellence in the business, drive business analysis from initiation to implementation on projects and epics.
Context :
- MTN is entering a new phase in its lifecycle where operational and commercial excellence has become critical for success.
- The urgency for change has become more heightened amidst increased competitive intensity across all markets in which MTN operates.
The MTN SA’s function must therefore ensure the successful delivery in context of:
- Fast moving industry with constantly changing business requirements and technologies
- Highly competitive market with new and established competitors and aggressive competitor strategy and delivery
- Highly dynamic and fluctuating Telecommunications industry
- Fast moving industry
- Market dynamics and developments
- MTN policies, processes and procedures
- Regulatory industry norms govern MTN and partners
- Highly pressurized, deadline-driven environment
- Fast changing, regulated business environment
- Rapid advancement of systems and technology
- Legislative environments
- MTN Group standards and applications
- Participative environment – highly diverse and team-focused
- Move to agile and digital first
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
Task Complexity:
Main Responsibilities: Understand, Observe, Analyse and Document
- Define problem statement, opportunity or constraint based on understanding of the current state.
- Conduct pre-session research to understand Business Case motivating factors, business objectives and desired future state.
- Conduct Risk Analysis in understanding the risks associated with achieving the future state and mitigation strategies.
- Develop project scope and define boundaries
- Consult experts to find out more about the area of concern/problem/Business Objectives through observing and engaging with people to understand motivations and stakeholder goals
Analyse & Simplify requirements / objectives with key stakeholders
- Plan Stakeholder Engagement, identify and compile a list of personas their characteristics and responsibilities. Identify stakeholders who will have the responsibility and authority to make decisions about business analysis work including who will be responsible for setting priorities and who will approve changes to business requirements.
- Facilitate workshops (e.g. white board sessions) with stakeholders to understand their needs, analyse and elicit requirements.
- Lead Design or Design Thinking sessions through Problem Definition, Research & Requirements gathering, Ideation and Prototype Designs
- Brainstorm ideas and activities that will be performed across initiative including who will perform the activities, the timing and sequencing of the work, the deliverables that will be produced and business analysis technique that may be utilised.
- Capture information in a format that is specific to elicitation activity e.g. user stories, customer journeys, prototypes, etc including As-Is and To-Be Business Processes, and reporting requirements
- Structure ideas & and generate requirements documents (either RDS or Agile User Stories)defining solutions across people, process, technology and data
- Produce Requirements Traceability Matrix to ensure requirements have a clearly defined relationship to other requirements solution components, or releases or phases or iterations, within solution scope.
- Prioritise requirements, in the form of user stories, to ensure that the highest valued requirements are addresses first.
- Assess requirements changes, obtain recommendation to approve, modify or deny a proposed change to requirements
- Complete IRS documentation in conjunction with the Solution Architects
General
- Adherence to the Project Management Office governance always
Problem Solving / Solution Design
- Design and document business solutions (process, system and measurements) that meet current and future requirements
- Review and re-engineer processes within the value stream to meet the required service levels – aligned with Business Architecture guidelines and methodologies
- Review and edit requirements, specifications, business processes and recommendations related to proposed solution
- Define and construct context diagrams which form part of the basis of process mapping
- Assist in drafting policies, processes and procedures for business unit. Consider the long term (1-2 years) implications of actions from a more broad perspective
- Drive best practice, continuous improvement and innovation at process and procedure level
- Consider local conditions, as well as competitor activity
- Construct, implement / fine-tune methods, processes / systems to enhance effectiveness / meet organisational goals
- Drive and challenge business units on their assumptions of how they will successfully execute their plans
- Input into the development of function- specific business plans associated with opportunities identified, and the alignment of those plans with corporate strategy
Research
- Conduct research relating to MTN SA business and systems, for relevant business unit
- Stay abreast of current trends and best practices in organisational development, functional operations, and technology areas associated with
Relevant business unit.
- Sort, accumulate and analyse information from external sources to assist with problem solving
- Assist in identifying and assessing market trends, taking local conditions into consideration
Reporting and feedback
- Understand and document existing and new business processes and requirements
- Prepare routine reports (financial, quality, production, customer service, operational efficiency, market share, etc.). Provide input from the
- perspective of cross-departmental functions
Ensure traceability of requirements from business through to development and implementation
- Identify and prepare relevant information and data for reporting purposes
- Develop appropriate analytical models and reports to support informed decision-making
- Include recommendations on how to implement suggested procedural improvements
- Coordinate process measurement requirements to ensure efficient and effective use of information resources
- Make assessments of and draw solutions from qualitative data.
- Make logical deductions and draw conclusions that can be motivated
- Document all relevant information from business analysis streams, according to Programme Office guidelines and methodologies
Quality Management
- Accurately assess the risks associated with each quality process
- Establish and maintain quality standards that will enhance the customer experience and cost efficiency
- Work consistently according to standard operating procedures
- Understand and communicate the consequences of not maintaining quality focus
- Identify processes and procedures where the quality of work may be improved
- Analyse situations and take necessary action to ensure quality is maintained
- Seek feedback from clients/ stakeholders and continuously seek ways of improving on quality and customer service standards
Customer Satisfaction
- Build and maintain solid relationships with all MTN SA stakeholders
- Align service delivery to changing market segments
- Understand customer needs and develop and fine-tune systems accordingly
- Ensure customer needs and requirements are satisfied through appropriate systems / processes / procedures
- Put contingency plans in place to prevent delays and enhance the customer experience
- Adopt a proactive approach to prevent problems from arising in the future
- Initiate change to continually improve all aspects of service delivery
- Identify trends / patterns pertaining to customer requests and needs and filter this information through to business units to continually improve all aspects of service delivery
Minimum Requirements - Education:
- Minimum 3-year degree/diploma in relevant discipline
- Diploma in Business Analysis, Certification in Design Thinking Frameworks is required, Six Sigma certification
- Agile Certification is essential
- Facilitation verification will be an advantage
- Fluent in English
Minimum Requirements - Experience:
- At least 8 years business analysis and business optimisation experience, in process driven environments
- At least 3 years of leadership experience in similar positions, in fast-moving industries
- Previous experience in managing a team of business analysts is essential
- Minimum 3 years of hands-on experience in Design Thinking analysis and prototyping is essential.
- Minimum 3 years of hands-on professional experience in Design Thinking analysis & Experience in defining user journeys
- At least 3 years working in an Agile environment is essential
- Proven experience in facilitating white-boarding sessions with cross-functional teams and working on large-scale technology projects
Working experience required:
- Must have experience working on large scale projects as well as handling day-to-day operational requests from the business
- Experience working in an Agile environment is required
- Proven experience working with Excel and developing and maintaining various analyses and reporting tools
- Understanding fundamentals of analytical data, returns level data etc.
- Experience in process mapping, process re-engineering and GAP analysis
- Proven ability to develop, document and maintain operational policies and procedures, including the designing and documenting detailed
- process flows, and the development of operational performance and quality metric standards and reports
- Proven experience in facilitating white-boarding sessions with cross-functional teams and working on large-scale technology projects
- Experience in a telecommunications environment is advantageous but not essential
- Written and verbal communication, including technical writing skills
Training:
- Business analysis
- ARIS or other process modelling tools
- Legislation
Competencies
Knowledge:
- Business knowledge
- Business architecture knowledge
- Understanding of MTN SA processes
- Process mapping knowledge
- Financial modelling knowledge
- A thorough understanding of how to interpret customer business needs and translate them into application and operational requirements
Skills / physical competencies:
- People management and leadership skills – the ability to get the best out of people, and make sound people management decisions
- Feedback skills
- Relationship skills – to build relationships to facilitate efficient workflow
- Coaching skills – to develop the team and staff
- Scanning skills – to search for new ideas, trends and principles
- Strong “can-do “attitude combined with an ability to use minimum resources to get maximum outputs
- Systems thinking – understanding the “big picture”
- Business acumen – un understanding of the business as a whole
- Analytical skills
- Communication skills
- Influencing skills
- Time management, specifically the ability to prioritise
- Flexibility – the ability to adapt and change in the light of changing circumstances / new information
- Stress management skills
- Risk management skills
- Presentation skills
- Ability to work with conflicting objectives
- Ability to work with deadlines in a deadline-driven environment
Behavioural qualities:
- Courage and conviction – challenging the status quo and breaking down silo barriers to performance, and overcoming resistance to change
- Resilience – to repeatedly challenge despite setbacks and resistance
- Proactivity / initiative – to introduce ongoing changes to maximise productivity and influence the future
- Focused and priority driven – staying focused amidst the multiple demands and expectations
- Innovative
- Customer centricity
- Detail focus – accuracy and attention to detail
- Action-oriented
- Diplomacy and tact
- Relationship builder – strong people focus
- Operate with integrity (high ethics)
- Consultative
- Perseverance
- Ability to take initiative and work both in isolation and be a team player
General working conditions (e.g. shift work, drivers license, specific tools, special clothing, environmental requirements, etc.)
- Office & Working from Home
KPA Quality Standards
- Identified business improvement opportunities
- Quality and value-add of Business analysis performed
- Implementation of processes and procedures
- Quality and timeous delivery of business analysis deliverables
- Adherence to business analysis methodology
- Proper mapping and understanding of key processes within the value stream
- Timely reporting and the accuracy thereof
- Customer satisfaction index (internal)
- Dissemination of information
- Adherence to documentation management methodology
- Proper documentation of business analysis information
- Employee satisfaction index
Apply Before: 07/02/2025
Gmail
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